Front Desk Agent

1 week ago

Lake Louise, Canada Vantage Hotels Full time

Must have legal work status in Canada. No LMIA available
- Staff housing available
- Summer bonus

The Mountaineer Lodge offer a friendly professional workplace. These family-owned properties of 80 rooms offers warm hospitality, standard rooms and suites, complimentary breakfast and laundry facilities for guests.

**Position Overview**:
You will represent the hotel to the guest throughout their stay. This will include working with all hotel personnel to help ensure every guest experiences personalized customer care. Your attention to detail, strong communication skills, and ability to handle inquiries and requests will contribute to the overall positive guest experience.

**Key Responsibilities**:
**Guest Check-in and Check out.**
- Greet guests warmly upon their arrival and ensure a smooth and efficient check-in process.
- Knows room locations, types of rooms available, and room rates.
- Process guest check-outs accurately, making sure all charges are correct, and provide assistance as needed.

**Reservations**
- Takes same day reservations, future reservations and cancellations through phone, in person and online.
- Maintains an inventory of vacancies, reservations and room assignments.
- Ensure accuracy of guest information, preferences, and special requests in the reservation system

**Guest Services/Promotions**
- Uses persuasive selling techniques to sell rooms and to promote other amenities and services of the hotel.
- Maintains customers’ privacy.
- Maintains a high level of professional interactions, appearance and demeanour.
- Assist guests with local area information, directions, and recommendations for dining, entertainment, and attractions.

**Front Desk Operations/Administration**
- Keep a neat and clean work area.
- Communicate key information to relevant departments.
- Process guest payments accurately
- Handle guest complaints and ensure appropriate resolution. Escalate as needed.

**Collaboration /teamwork**
- Reports any unusual occurrences or requests to the manager or assistant manager.
- Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
- Coordinates guest room maintenance work with the engineering and maintenance division
- Manages and resolves all guest complaints in a professional and courteous manner.

**Security and Safety**
- Follow all hotel guidelines for safety and security of guests and staff
- Monitor the lobby area to maintain a safe and welcoming environment for guests and employees.

**Qualifications and Skills**:

- High school diploma or equivalent preferred.
- Previous hotel-related experience preferred.
- Ability to communicate with public, hotel staff, and management in a professional manner.
- Ability to learn and adhere to proper credit, check cashing, and cash handling policies

and procedures. Able to properly secure guest information.
- Ability to learn safety, emergency, and accident prevention policies and procedures.
- Willing to work a flexible schedule, including weekends and holidays.
- A team player willing to help colleagues in other departments when needed
- Reliable and punctual
- Willing and able to live and work in a small community.

**Working Conditions**:

- Standing and your feet 4- 8 hours per day,
- Sometimes dealing with difficult customers and unexpected interactions
- Fast pace high stress environment sometimes
- Shift work, evenings, and weekends etc.

ML

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